Pre-Conference Workshops

Pre-Conference Workshops

Pre-Conference Workshops

8:00 AM - 8:30 AM Registration & Coffee: Workshop A

Pre-Conference Workshops

8:30 AM - 10:30 AM Workshop A: Implementing a Holistic Social Engagement Strategy

Monika Bialokur, Lyons Mortgage Services, Director of Social Strategy & Customer Engagement, Lyons Mortgage Services, Inc.
Engagement models existing prior to social media communicated via clear-cut channels: business to business, business to consumer or business to employee. This changed in the social age with virtual transparency between all stakeholders, and communications strategy must adjust to accommodate. In this hands-on workshop, Monika leads you through the process of tackling a holistic social engagement strategy inclusive of all stakeholders, complete with tips and toolkits for implementation. Walk away with a strategic roadmap to take your own social engagement strategy to the next level.

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Monika Bialokur, Lyons Mortgage Services

Director of Social Strategy & Customer Engagement
Lyons Mortgage Services, Inc.

Pre-Conference Workshops

10:30 AM - 11:00 AM Registration: Workshop B

Pre-Conference Workshops

11:00 AM - 1:00 PM Workshop B: Connecting Voice of Customer and Voice of Employee Programs

Chad Mitchell, Intercontinental Exchange, Global CRM & Customer Engagement, Intercontinental Exchange
Voice of Customer (VoC) and Voice of Employee (VoE) programs have emerged as tried and true tools for garnering feedback and improving existing engagement initiatives. Whether your company leverages one or both of these tools, this workshop dives into the benefits of and a tactical roadmap for connecting the two programs and leveraging them to develop a more effective holistic engagement strategy.

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Chad Mitchell, Intercontinental Exchange

Global CRM & Customer Engagement
Intercontinental Exchange

Pre-Conference Workshops

1:00 PM - 1:30 PM Registration: Workshop C

Pre-Conference Workshops

1:30 PM - 3:30 PM Workshop C: Design Thinking for Universal Engagement

Megan Wimmer, GE Healthcare, Design Thinking Lead - Global Design, GE Healthcare
Design Thinking is both a mindset and tool that has emerged as the leading methodology for reimagining employee and customer experience through the time-tested process of human-centered design. Beginning with empathy and drawing from an iterative approach, the very heart of Design Thinking engages all stakeholders. This workshop introduces you to the universe of Design Thinking, particularly examining how the mindset can be used both at the project-level and strategic-level to root empathy at the center of all engagement.

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Megan Wimmer, GE Healthcare

Design Thinking Lead - Global Design
GE Healthcare

Pre-Conference Workshops

3:30 PM - 4:00 PM Registration: Workshop D

Employee Journey Maps help companies understand the many touch points in an employee’s life cycle with the company. Customer Journey Maps help companies diagram and illustrate the steps and touch point your customers go through to engage with you. This workshop dives into the approaches for journey mapping both for employees and customers to identify pain points for all stakeholders and build actionable strategies to deliver more seamless experiences.

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Ben London

Global Manager of Customer Experience
MoneyGram International
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Diane Magers, Customer Experience Professionals Association

CEO, Chairman of the Board
Customer Experience Professionals Association